Materials: Rubric, Sample Review Sheet, Sample Rollout Memo
Compensation: Mindset and Method
Materials for Compensation, Reviews, and Step-Ups:
Ratings Rubric, Sample Review Sheet, Sample Policy Rollout Memo
Ratings Rubric
Use this 5 point system. Don’t focus on the numbers in the conversation with the team member. 3 is good; no complaints. 5 is reserved for absolute superstars. It is very difficult to accomplish a 5. Here are the specific definitions:
0.0-1.9 = NP: Non-Performer: Performance fails to meet expectations.
2.0-2.9 = DP: Developing Performer: Team member is expected to build consistency in performing their 4Blocks in order to become a solid performer. Development requires continued coaching, experience, and training. This rating may be appropriate for someone new to their role.
3.0-3.9 = SP: Solid Performer:
Overall job performance meets and satisfies all expectations. The team member has demonstrated the ability to make contributions, be prompt and efficient, and meet service requirements and other expectations of the practice.
4.0-4.9 = LP: Leading Performer
This team member frequently exceeds the expectations of their primary responsibilities. The team member frequently demonstrates performance above and beyond what is expected for their position. The team member frequently demonstrates willingness to assume additional tasks and responsibilities and to seek greater volume of work to help meet their department’s or the practice’s needs.
5.0 = TP: Top Performer
This team member’s performance consistently exceeds the expectations of their 4Blocks. He or she is viewed as a role model, mentor, or go-to person by their teammates. He or she can be counted on to regularly perform all tasks beyond the bounds of what is normally expected of their position. This team member makes meaningful contributions through their initiative, critical thinking, adaptability, and grasp of the Growth Platform (or your internal training and culture umbrella term).
The Review Process
The process of review should be short and painless. We are creating a culture that sees reviews as constructive. While the post-review interval is a natural time to discuss changes, the review meetings themselves are not the time for discipline.
The manager will make their assessment of each Team Member. Any questions that prevent the manager from making a confident assessment are noted. These will be answered in a <60min meeting with each department’s mentor to fill in these blanks.
Any rating 3.0 or higher gets no comment besides the label, e.g., “Face to Face. Three. You are solid here.” Below a three, give short, neutral descriptions of the issues that led to a sub-Solid rating and say that they’ll be able to talk it out with their mentor and bring that number up for the next review.
Note that there is no “3, but”. If you are torn between 2.9 and 3, make up your mind based on whether or not it is significant enough to reflect on the review.
The Meeting Itself
The review meeting is short. 10 minutes max. First, ask The 4 Questions and note the answers in a separate sheet (actual or digital) where you will keep these answers for later. Then proceed to quickly run down their 4Blocks review. After this, proceed to the 5th criterion.
The 4 Questions
- In your own words, what does GP (or a growth mindset, or whatever umbrella term applies to your practice) mean to you?
- Tell me what insight you got from your last Forte/DISC/Kolbe (...etc. Whatever personality inventories you use).
- What are your 4Blocks?
- Do you understand our compensation program?
The 4Blocks Review
These will be short, as described in more detail above.
The Fifth Criterion
Now, ask them if they have any questions. Based on their answers to those initial four questions and the questions they ask, write down your subjective score for the 5th Criterion and do the math to calculate their bonus.
Owner Evaluation
A summary of the whole staff’s numbers and bonuses will then be prepared and posted to basecamp so the owners can see the Team’s status.
Assistant
Base $23/hr + Possible $5/hr step-up up ($28/hr maximum)
Mary T. Example, Assistant
4Blocks: STF2
Support - 5
Treatment - 5
F2F - 3.5
Financial - 4.5
18/20=90%
Out of $5/hr potential step-up= $4.5/hr step-up
Dentist
Example: Dr. Bob T. Sample, DDS
4Blocks: FCTD
F = 3.5
C = 3
T = 3.5
D = 3.5
Fifth Criterion number: 3
Total rating: 66%
Due to marketplace, this is not tied to pay for docs, but this is used for a conversation about benchmark expectations, motivation, and the future.
Hygiene
Note: Hygiene’s “base” is below 75% of market, but we still call it “base.”
Level 1
$23/hr base+ Possible $5/hr 4Blocks step-up ($28/hr maximum).Similar to the Assistant compensation
Level 2
$20/hr base + Possible $15/hr production bonus + Possible $10 possible 4Blocks step-up ($45 maximum).
Level 3
$31/hr base + Possible $15/hr production bonus + Possible $10 4Blocks step-up ($56/hr maximum).
Use the current production bonus schedule to determine bonus percentage.
Level 1 Reviews as the same as assistants’ process. No production bonus.
Example: Mary T. Sample, Level 3 Hygienist
4Blocks: FCTD
F - 3 Solid.
C - 4 Leading
T - 2 Need to work on this
D - 5 A Top performer.
5th Criterion Questions = 3
=17/25=68%
Out of $10 total step-up = $6.80
Production= $250/hr= $15/hr bonus
$31 + $15 + 6.80= $52.80
Managers
Reviewed every 6 months
Base= $60,000
Base + Production Month-over-month growth. $2000 per 1% monthly net growth, annualized and paid in one check. + 4 Blocks Step-up: possible $10k/yr ($5k per 6mo max) paid out across next 6 months’ pay.
Benchmarks for growth start 1 May, 2016
Sample Manager Review
4Blocks:FC3
F2F = 5
Communication = 4
Coaching = 4
Command = 4
5th = 4
Production= 5% =$10k=$5k bonus
21/25=84%
4200 = $700/mo for the next 6 mo
+$5k Production
$6200 bonus for this review period
SAMPLE REVIEW
Sample Compensation Review
Front Desk
4 Blocks:
Phone: In a word, it’s about scripting.
Appointments: All the science of mastering the appointment book.
Financial: Collecting money, managing payment procedures, and talking about money with customers.
Face-to Face: Face-to-face and ear-to-ear, a good receptionist has the ability to make a connection with the patients every time. They understand the reasons for the language we use in the scripting and use it consistently in all patient conversations, especially those about their time or their money
Current wage: $20.00 (Base) + $___ (Step-up) = $_____
Wage range for Front Desk: $20.00 Base with the potential to $26.00 (through Step-up)
Step-up for Aug/Sept/Oct: $20.00 + $___ + $___
Wage that is paid for next 3 month period: $_____ (this includes Base + Step-up)
Next Review Date: ______
Comments:
Signed (manager)
_____________________________
SAMPLE ROLLOUT LETTER ANNOUNCING THE NEW POLICY
Ladies and Gentlemen,
I’m so excited to be able to share with everyone the rollout of our new compensation program. This has been a bit of a process for us, because we wanted to make sure that everyone is included in the compensation when using the 4 Blocks that are designed for your team.
Using your 4Blocks will always matter for two reasons:
1. By implementing the 4Blocks in your day-to-day work, you will always be providing the best possible patient care – and that is the most important part of every job in the office.
2. This will then affect your wages in the form of a “step-up bonus”
This is the information you will need to know going forward with regards to Compensation, Reviews and Step-ups:
Ø The review process will be the same for everyone. These will be 10-minute reviews that each of you will have with me every two months.
Ø These reviews are going to be for you to receive constructive information on how to improve on your 4Blocks – these 10-minute time slots with me are not meant for discipline.
Ø You need to know your 4Blocks – I can’t stress that enough. Know them and understand the importance of these – this will play a big role in your progression in the compensation structure
Ø There is a Ratings Rubric that will be used in your reviews – ranging from 0.0-1.9: Non-Performer to a 5.0: Top Performer
Ø Every job will have a “base wage” and a range (example below). You will never go below the base wage, but you will always have the opportunity to go above this with reviews and “step-ups”
Ø 4Blocks lays out for you your role expectations
Ø Don’t forget that you have mentors to help you through this process, and your mentors will help play a role in determining the rating that will be used during the reviews.
Some examples (no names attached and dollar figures are not accurate):
Front Desk/GST/HST:
Base wage $21.00
Wage Range $21 - $24
Potential Step-up $5.00 (based on 4 Blocks)
September 10 minute review based on July and Aug – Step up then paid as bonus on hours worked in July and Aug
Hygiene/PDA
Base wage $21.oo
Wage Range $21 - $24
Potential Step up is based on 4 Blocks and 75% production
September 10 minute review based on July and Aug – Step up then paid as bonus on hours worked in July and Aug
We thought about this all very thoroughly and know that you will all be pleased with the results of this new policy. We are very excited to give all of you the chance to increase your compensation by continuing to do the great job you’ve all been doing.
Sincerely
<manager>